Tallahassee, FL

Tallahassee customers frustrated with new utility billing system

Akhil A Pillai

The recent launch of the new utility billing system by the City of Tallahassee aimed to provide customers with an improved experience and more payment options. However, People have expressed dissatisfaction with this new system, citing issues such as lack of notification about the change, problems with auto-pay, and long wait times on the phone. Others had a smoother experience and even praised the helpfulness of the city's customer service representative.

The new billing system, UMAX, replaces the outdated PeopleSoft software that was nearing the end of its life. The system was part of a $150,000 contract approved by the city commission and offers more payment options and the ability to monitor utility usage in near real-time. As part of the transition, all customers were issued new account numbers that they must obtain online or over the phone before making a payment. The city also discontinued its old app, ePlus Mobile, and moved payments to the DigiTally app.

When asked about customer complaints, James Barnes, the city's chief customer officer, said that while the transition has been as good as possible, change is never easy for everyone. The city is taking steps to minimize inconveniences, such as overstaffing and offering call-back options for customers experiencing long wait times. Barnes said that the city is not experiencing any significant issues beyond longer wait times, and customers who need assistance can call the customer service line from 6 a.m. to 11 p.m. seven days a week.

The transition is expected to continue for several more weeks, and some customers may receive their bills later than usual. The city is committed to addressing any issues that arise during this period and ensuring that customers have a positive experience with the new system.

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